How can Village Volvo differentiate itself from

Volvo dealers?
How can it differentiate itself from the
dealers?
• Differentiate through Service excellence
- Delivering what is assured
- A knowledge transfer to the client on what is going to be done at the first interaction and prior
intimation to seek the approval from the client for any deviations to what was assured earlier will gain
more and more trust.
- Use of genuine parts and the display of what is replaced will create a sense of assurance.
• Pro-actively suggesting the customers about the other service providers for the services that are not
the part of Village Volvo
• Discount coupons offered to clients on services ( Source: https://www.volvodanvers.com/volvo-service-coupons-and-specials-
danvers-ma.htm )
• Improve customer experience resulting in improving customer relationships
• Helping customers with minor service tips so that they can be a part of Volvo Heritage Club ( Source:
Case Study & http://volvo.custhelp.com/app/answers/detail/a_id/9333/~/volvo-heritage-club )
Comparison (Current Scenario)
Volvo Car Dealers Village Volvo
• Personal Service Contract • Complimentary Diagnostics
• Alternate Transport • Alternative Transportation
• Software Updates • Software Updates
• Car Wash • Complimentary Car Wash
• Extended Volvo Assistance • Tow for Life
• Volvo Genuine Service • Lifetime Parts and Labour
• Health Check Warranty
• Comfortable Waiting Area
Source: https://www.volvocars.com/in/own/own-and-enjoy/service-and- Source: https://www.volvodanvers.com/volvo-service-coupons-and-specials-
repair danvers-ma.htm